Air India — Forcing me to cancel my ticket

Booked PNQ-DEL-ORD Z0RSH flight on Jan for departure date of 16th March.
want to rescheduled due unavoidable reason.
When try to reschedule online, it was failing to retrieve information. Attached screenshot.
Called customer 3-4 times each time i got answer "yes you can rescheduled online but we are unable to do it currently. You will get callback from ticketing department". In last call i manage to record reference[protected] from person. after 3-4 times getting same answer i haven't receive called yet.
and even now if i get call(miraculously) after this complaint i will have to pay 3-4 times increased price for my reschedule. with less than 30 hours remaining in my flight and no sight of callback, i have no choice but to call them and cancel my flight(if they can atleast do this).
hope they give me back my full refund otherwise i have no choice but to do next further steps available for consumers.